Verint Boundless

The Times They Are a-Changin’

The Times They Are a-Changin’” is a song written by Minnesota’s own Robert Allen Zimmerman, and was released in 1964 as the title track on an album by the same name. Robert Zimmerman is,...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in November

This month, our blog readers were interested in a variety of topics affecting their centers. Leslie discusses the skill that is of the utmost importance for our remote workers--writing well. The pandemic has brought...

The New World for Contact Centers May Be Where We Were Already Headed

2020 was nothing short of challenging for businesses. When the COVID-19 pandemic hit in March, we all scrambled to adjust to the new state of the world. Virtually overnight, hundreds of thousands of agents...

The Sustainable Work-From-Home Contact Center: AI-Powered Virtual Assistants Lighten the Workload for Agents

The following Q&A is part of a series on creating a sustainable work-from-home contact center. Each post examines a vital technology that supports contact centers in the transition to a permanent remote-work model. Below,...
Changing the Business Experience

Changing the Business Experience

The focus of conversations about customer experiences (CXs) has generally been on the consumer, namely business-to-consumer (B2C) or B2C CX. But the B2C experiences are, to a considerable extent, driven by the business-to-business (B2B)...
Is the Picture Bright for Video?

Is the Picture Bright for Video?

Video has long had promise in the contact center by providing information-rich and personal face-to-face interactions between individuals. But it took the COVID-19 pandemic to bring video to the fore. As the pandemic hopefully...
Edging to the Brink of Change

Edging to the Brink of Change

The year is 2023, and the contact center industry is on the brink of change. With new technologies and approaches being developed daily, it’s hard to predict what the next year will bring. However,...
Safely Continuing Customer Contact

Safely Continuing Customer Contact

Customers require, and demand, excellent service, support, and sales assistance. But when disasters threaten and strike, they may not be able to receive them by contact centers in a timely manner, or not at...
Updating the Employee Playbook

Updating the Employee Playbook

I’m seeing contact center trends change, and how could they not? Coming out of the COVID-19 health emergency, consumer life is largely returning to more familiar patterns and expectations when it comes to...
The New Broom Sweeps Clean

The New Broom Sweeps Clean

The idiom The New Broom Sweeps Clean is great for the New Year since it essentially means to get rid of the old and bring in the new. It appears in John Heywood’s 1546...
Locating Contact Centers in the New Normal

Locating Contact Centers in the New Normal

The COVID-19 pandemic, combined with tightening labor markets and rising customer expectations for higher quality service may be changing the face of contact centers. Gone may be the days where contact centers were almost...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in January

Our top 5 posts for January are set to start us off on the right foot for 2023. Our Advisory Board offers their insights on trends we should expect to see for our centers...
7 Ideas to Build Engagement with Work-From-Home Agents

7 Ideas to Build Engagement with Work-From-Home Agents

“Now that we’re working from home, no one else (in the company) knows who we are,” said a veteran contact center agent during one of my sales training classes. His frustration was echoed by...
Contacting for Customers

Vendor Roundtable: Contacting for Customers

Customers want to be contacted, but how that is done will shape their impressions of organizations and ultimately their loyalty. Being alerted to a new deal can save customers money and/or provide them with invaluable...

Reinforcing Your Work-From-Home Team’s Cybersecurity Foundation

Many organizations weathered the COVID-19 crisis by focusing first on the welfare and well-being of their employees. The quick shift from on-premise to work-from-home (WFH) last year helped to safeguard companies’ human asset. Yet...
Contact Center Pipeline Top 5 Blog Posts

Top 5 Posts in March

Hybrid, remote, or fully in-person? This month, our top blog posts are all about how to move forward in the new normal. Our authors offer insights on hiring and training remotely, the best ways...
Steering around the Staffing Rapids

Steering around the Staffing Rapids

Navigating the legal landscape has always been challenging for employers in the contact center industry, but a wave of new laws affecting hiring and management practices will complicate matters further. Handling these additional requirements...
Protecting The New (Home/Remote) Agents

Protecting the New (Home/Remote) Agents

Work from home (WFH) has finally become an accepted business continuity/disaster recovery (BC/DR) strategy. And it appears that it is becoming a large and a permanent part of companies’ employment strategies. I am personally very...
Work From Home…Are You Sure of the Future?

Work from Home… Are You Sure of the Future?

In October 2021 I read that according to the Federal Trade Commission (FTC), cigarette sales were up for the first time in twenty years. My initial thought was that this was due to Work...
Old and In the Way

Old and In the Way

Old and in the way, That’s what I heard them say. They used to heed the words he said, But that was yesterday. I had a birthday in June, and it suddenly struck me that I’ve lived for...
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